PEOPLECERT
SDA
Service Desk Analyst v9 (SDA)
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Questions and Answers in PDF Format.
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Version product
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, Latest Version: 6.0
Question: 1
Which of the following is an area covered by organisational policy?
A. Processes and procedures
B. Standards and best practice
C. Metrics and reporting
D. Diversity and inclusion
Answer: D
Explanation:
Organisational policy establishes the formal principles, expectations, and behavioural
requirements that employees must follow. Diversity and inclusion is therefore the best answer
because organisations typically establish policies governing equality, fair treatment, respectful
behaviour, accessibility, inclusion, discrimination, and appropriate workplace conduct. For a
Service Desk Analyst, compliance with these policies directly influences interactions with
customers and colleagues.
The SDA v9 framework places significant emphasis on professionalism, relationship
management, cultural awareness, collaboration, and delivering appropriate service to a diverse
customer community. An analyst must recognise different perspectives, avoid discriminatory
treatment, and ensure that professional conduct remains consistent regardless of a customer's
role, background, ability, or circumstances.
Processes and procedures define how activities are performed; standards and best practices
provide operational guidance; metrics and reporting are mechanisms for measuring
performance. Although all three can be governed by an organisation, diversity and inclusion is
specifically an organisational policy area concerned with employee conduct and organisational
culture.
Question: 2
Which of the following is NOT a characteristic of a good service attitude?
A. Being accountable and responsible for your actions
B. Maintaining a positive attitude
C. Treating customers differently based on perceived importance
D. Conveying a willingness to help
Answer: C
Visit us at: https://examkill.com/sda
SDA
Service Desk Analyst v9 (SDA)
Up to Date products, reliable and verified.
Questions and Answers in PDF Format.
For More Information – Visit link below:
Web: www.examkill.com/
Version product
Visit us at: https://examkill.com/sda
, Latest Version: 6.0
Question: 1
Which of the following is an area covered by organisational policy?
A. Processes and procedures
B. Standards and best practice
C. Metrics and reporting
D. Diversity and inclusion
Answer: D
Explanation:
Organisational policy establishes the formal principles, expectations, and behavioural
requirements that employees must follow. Diversity and inclusion is therefore the best answer
because organisations typically establish policies governing equality, fair treatment, respectful
behaviour, accessibility, inclusion, discrimination, and appropriate workplace conduct. For a
Service Desk Analyst, compliance with these policies directly influences interactions with
customers and colleagues.
The SDA v9 framework places significant emphasis on professionalism, relationship
management, cultural awareness, collaboration, and delivering appropriate service to a diverse
customer community. An analyst must recognise different perspectives, avoid discriminatory
treatment, and ensure that professional conduct remains consistent regardless of a customer's
role, background, ability, or circumstances.
Processes and procedures define how activities are performed; standards and best practices
provide operational guidance; metrics and reporting are mechanisms for measuring
performance. Although all three can be governed by an organisation, diversity and inclusion is
specifically an organisational policy area concerned with employee conduct and organisational
culture.
Question: 2
Which of the following is NOT a characteristic of a good service attitude?
A. Being accountable and responsible for your actions
B. Maintaining a positive attitude
C. Treating customers differently based on perceived importance
D. Conveying a willingness to help
Answer: C
Visit us at: https://examkill.com/sda
